Complaints

This profile includes complaints for Cornerstone Building Brands's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Cornerstone Building Brands

  5115 New Bern Ave Raleigh, NC 27610

  
• 

  Cornerstone Building Brands

  5020 Weston Pkwy Ste 400 Cary, NC 27513-2322

  
• 

  Simonton

  3948 Townsfair Way Ste 200 Columbus, OH 43219-7003

• 

  Silver Line Building Products LLC

  1 Silverline Dr North Brunswick, NJ 08902-3397

• 

  Silver Line Building Products LLC

  207 Pond Ave. Middlesex, NJ 08846

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/01/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Regarding Cornerstone Plygem Window Warranty repair. On January 23, 2024 I submitted an online warranty claim form to Cornerstone Plygem Windows. The primary issue is two windows with clouding and dirt between the two glass panes due to failing seals. One of the two windows was repaired by an on site visit from a Plygem Repair Tech at my home. The Tech said that due to insurance reasons, they could not repair the second window because of the roof was too steep. The Tech said this is a common issue and that Plygem will schedule a local subcontractor to complete the repair. The Tech did leave me the new replacement glass unit for that window after climbing a ladder inside the house and confirming that the replacement glass measurements are correct. I sent an email to the warranty person who had reached out to me to schedule the initial repair outlining what transpired during the Plygem Tech visit. I have not received an email reply from Plygem or any other form of acknowledgement of my email communication that I sent after the Plygem Tech left after not completing the repairs. All I want is professional communication from Plygem. So now after two months since submitting the warranty claim online, Plygem has not completed the repair of the two failed window seals.

  

  Business Response

  Date: 04/02/2024

  We are currently working with ************** and the homeowner to resolve this issue and sent an update to the homeowner on 4/1/24.

  Customer Answer

  Date: 04/02/2024

   
  Better Business Bureau:
  
  I did receive an email from Cornerstone as you describe.  It does state that they are working on my window repair issue.  To date, they have not offered a repair schedule.  This remains an open issue until they contract with a window repair sub contractor.  Really appreciate your help, I think your complaint posting is what triggered their response.

  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:03/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In November 2023 I requested warranty replacement of a 4' x 4' window via our local window dealer because the seal had failed and it had become fogged.

  

  Business Response

  Date: 03/26/2024

  We are unable to locate a warranty claim with the information provided.  If you still have a pending claim, you can file on our website:  *****************************************************

• Initial Complaint

  Date:03/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed a warranty claim on faulty PlyGem windows. I was sent replacement but the replacement was the incorrect size. It was not realized by the installer that it was out to do the work until he had popped the old damaged window out. When he realized this problem, he tried to put the old window back in and it shattered, so I am now without glass in this window. The best we/I could do was put up some plastic. I called PlyGem/Cornerstone ASAP and was instructed to file a new claim and to call back and ask for it to be escalated since I am now in this predicament. I followed the instructions to the letter and was told my case was escalated, and I would receive a call within 24/48 hours. When I did not hear back from anybody as promised, I called back today, 3/15 and talked with ****; but this was after I called a few times before and somebody on the other end kept picking up my call and placing me on hold; the first few times, I thought there was a problem with the connection and then figured out it wasn't. **** was dismissive, combative and told me I should just go buy my own window because they would pick up my case when they pick it up; when I got upset, she hung up on me. I called back and asked to speak with somebody in charge and she refused and said everybody would be going home for the weekend in an hour and wouldn't even look at my case before next week. Completely unacceptable and uncalled for. I am sitting here with a broken out window; I can't afford as **** instructed to just go buy a new one. I don't even think I could find that size and materials to match my home for what is in stock. I NEED A WINDOW AND I NEED A WINDOW FAST. These windows were faulty to begin with AND when a warranty claim was filed, they should have quality checked the order before it went out. AND when they set expectations with me, they should have followed through. I have allergies; we have bad weather in the area and I am exposed to the elements through this window. And I need help now!

  

  Business Response

  Date: 03/26/2024

  Parts shipped 3/22. Followed up 3/25 with H/O to provide tracking number.

• Initial Complaint

  Date:03/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had a window shatter and have been dealing with this company for over a year now and still do not have a replacement window. The first one they sent was not even close to the size we submitted and now they are saying another has shipped but it has not showed up. This is beyond ridiculous, we shouldnt have to call the company and ********** every week to make sure things are even moving on our claim.

  

  Business Response

  Date: 03/07/2024

  We are unable to locate a claim with the information provided.  Please provide a claim number, street address, and complete phone number so we can try to locate the claim and provide further assistance.

• Initial Complaint

  Date:03/06/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, We filed claims on 4-18-2023, for our fifteen (15), defective windows, the seals failed and have fogged the glass between the panels. We received acknowledgements that the claims were filed correctly. We have followed up with our assigned agent ************************* over twenty times to get an update on the status of the replacements, either we have received no reply at all or we have received a message that ******* is out of the office. We understand that folks can be out for medical leave or many other reasons, but this is coming on one year now. We had a contractor ready to install the replacements last August but the product didn't arrive so we had to ask him to wait. We have jumped through every obstacle they have asked us to do, now we need them to do theirs. There are six claims, with several windows on each, we will gladly send documentation as you request. Can you please help us get the windows so we can complete this?

  

  Business Response

  Date: 03/08/2024

  ******* has spoken with the homeowner. Case PG-******* has all replacements ordered as of 3/7/24. Homeowner confirmed all the parts were on the orders.

• Initial Complaint

  Date:03/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been working with plygem/cornerstone for over a year in an attempt to fix a window in our home that initially delaminated due to manufacturer defect. The timeliness of response from the company is more than frustrating as the issue hasn't been resolved in over a year. The warranty work has resulted in 3 visits from a subcontractor with the initial 2 not having the correct window to replace. The third visit resulted with the window being replaced but with another window oyster visual defects. We were told to initiate another claim by the subcontractor and it has since been revoked due to the damage not being covered by plygems warranty. It has been over 2 weeks since the denied request and I have recieved no contact from my case agent since responding to the initial denial.

  

  Business Response

  Date: 03/08/2024

  As of 3/5/24, the claims manager has followed up with the homeowner letting them know the new glass is being ordered and a new service site visit will be set up to install.

• Initial Complaint

  Date:02/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought a new home from Lennar in 2022 (***** model). From early on we had issues with the sliding door. About 6 months ago we noticed that the door lash could not engage as somehow the door was lower than the pocket on the frame. From that time on it became harder and harder to slide the door close. We contacted once again ****** who referred us to "Prime Widows" as the company responsable for the warranty. I have written emails, filed a claim and called on the phone with no response. ****** has offered to replace the the part if I am able to obtain it from the *** but nobody has gotten back to me. We just want the part sent to us so we can fix the door which at this point is not allowing us to have access to the back porch.

  

  Business Response

  Date: 03/01/2024

  Our team reached out via email 2/26 to escalate for processing.

• Initial Complaint

  Date:02/19/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I built by home 10 years ago. My daughters window has broken causing the frame to rust and causing concern that window will eventually fail altogether. When we built the home, our building purchased Ply Gem window through 84 Lumber for installation. Since it's been 10 years, our windows are no longer under warranty, which we understand and don't take issue with. Through 84 Lumber we ordered a replacement window when we noticed our daughter's window was cracked in 2022. In 2023 84 Lumber received the replacement. We thought 12 months to get a replacement was a bit excessive but given the ***** supply chain issue everyone was experiencing, we let it go. That window was so poorly manufactured the supplier, 84 Lumber could not install it, so we ordered another one. That was over 1 year ago, and we have yet to receive our replacement window from Ply Gem, even though we have paid for the replacement window and agreed we are responsible for paying the cost of having it installed. We would just like our window shipped so we can replace the broken window before it completely fails. It is already an energy efficiency nightmare and an eyesore in our home.

  

  Business Response

  Date: 02/23/2024

  We contacted the homeowner who provided the label we needed to process the case. Order # ******* with a ship date of 03/01/2024 and estimated delivery by 3/11.

• Initial Complaint

  Date:01/26/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am the second owner of our home and on closing we were provided with a warranty for our windows from the stated company, Plygem. The warranty is for *********************************************************************** the warranty document. I have had 9 windows fail from this company as have over 100's of people in my neighborhood. Many of us have submitted warranty claims to have the windows replaced (we have to pay install, but they provide the new window piece). The first set of replacements I recieved no issue as did many others, now all of a sudden the company is trying to say the warranty does not apply to second owners despite what it says in their own document. I am just asking them to stand by their warranty and send the failed window pieces which I will bear the installation cost myself.

• Initial Complaint

  Date:12/20/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had several window fail and become cloudy with an allowance of outside air to come through. I went through my paperwork for the house and found a lifetime warranty on the windows so I reached out to prime window systems via online ticket. After several months they sent out a technician who saw the failures and stated it is a manufacturer defect and will be covered under warranty. He measured the qty (5) windows and stated he would return to reinstall. Six months went by with multiple emails from myself to Prime windows, often no response. Finally an install date was set. The technician came and installed all but one large ************** due to the color being incorrect. It has been six more months and all responses have ceased by my case manager ************************* (****************************************** / ************************************************* I need the final window installed and at this time it has been 15 months since the original service request and at this time all communication has ceased.

  

  Business Response

  Date: 12/21/2023

  We do have an open claim for this. PG-2197486. We will reach out to the homeowner so we can get this last issue resolved. 

  Customer Answer

  Date: 01/24/2024

   
  Complaint: 21034090
  
  I am rejecting this response because:  

  *************************	10:52 AM (3 hours ago)
  tome

  Good morning *****,

  
  

  Can we reopen this complaint? No one has contacted me whatsoever regarding this.  

  
  

  
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 01/26/2024

  Our team has reached out to the homeowner plus the scheduler to get this scheduled ASAP. Our team instructed the homeowner to notify us if they have not received a call from the scheduler by 1/26/24.